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Cisco Packaged Contact Center Enterprise

Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.0(1)

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Overview


First Published: August 26, 2015


Overview

Cisco Packaged Contact Center Enterprise (Packaged CCE) is a predesigned, bounded deployment model of Cisco Unified Contact Center Enterprise. Customers whose contact center requirements fit the boundaries of the solution enjoy a simplified management interface, smaller hardware footprint, and reduced time to install. These customers also benefit from the comprehensive feature set of Cisco Unified Contact Center Enterprise and Cisco Unified Customer Voice Portal. The solution comes packaged with Cisco Unified Intelligence Center for comprehensive reporting and Cisco Finesse desktop software for an enhanced, next-generation desktop experience.

This document provides details on all documents for this release of Packaged CCE.

For the latest version of Packaged CCE documents, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​tsd-products-support-series-home.html.

For all resources available for Packaged CCE, see the Packaged CCE DocWiki at http:/​/​docwiki.cisco.com/​wiki/​Packaged_​CCE.

For more information on the latest Cisco documentation, see http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html.

Documentation Changes

New Documents

The following table describes documents that are new for this release.

Document Description

Port Utilization Guide for Cisco Unified Contact Center Enterprise Solutions

Includes port utilization information for Unified CCE, Packaged CCE, Unified CVP, Finesse, MediaSense, SocialMiner, and Cisco Unified Intelligence Center.

To view the guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

Cisco Packaged CCE Software Compatibility Matrix DocWiki

This page lists the Contact Center and third-party software, gateway, and endpoint compatibility information for Packaged CCE that was formerly available in the Cisco Packaged Contact Center Enterprise Design Guide.

To view the latest version, see: http:/​/​docwiki.cisco.com/​wiki/​ Compatibility_​Matrix_​for_​Packaged_​CCE.

Updated Documents

The following table lists the documents that have updates for this release, and describes the major changes.

Document Major Changes

Release Notes for Cisco Packaged Contact Center Enterprise Solution

Includes information for Packaged CCE and its components: Unified CVP, Finesse, Unified Intelligence Center, Unified WIM and EIM, MediaSense, and SocialMiner.

To view the notes, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-release-notes-list.html.

Cisco Packaged Contact Center Enterprise Design Guide

  • Software compatibility information has moved to the Cisco Packaged CCE Software Compatibility Matrix DocWiki (http:/​/​docwiki.cisco.com/​wiki/​ Compatibility_​Matrix_​for_​Packaged_​CCE).

  • Hardware, virtualization, and networking information has moved to the Virtualization for Cisco Packaged CCE DocWiki (http:/​/​docwiki.cisco.com/​wiki/​Virtualization_​for_​Cisco_​Packaged_​CCE).

  • Capacity improvements:

    • You can configure a maximum of 9000 agents, with up to 900 of them as supervisors.

    • Packaged CCE supports 1500 concurrent agents, with up to 150 of them as supervisors, for deployments with an External AW-HDS-DDS. Packaged CCE supports 1000 concurrent agents for deployments without an External AW-HDS-DDS.

    • Packaged CCE supports up to 2700 Unified CVP ports for deployments with 1000 to 1500 agents. For deployments with up to 1000 agents, Packaged CCE supports up to 1800 Unified CVP ports.

  • Packaged CCE now supports the following features:

    • Call Progress Analysis (CPA) for Outbound Option deployments configured with Cisco Unified Border Element (Cisco UBE)

    • VMware vNetwork Distributed Switch and Cisco Nexus 1000

    • Extension Mobility

    • Finesse IP Phone Agent

    • IPv6 connections for agent and supervisor desktops and phones

    • Remote Expert Mobile and Remote Expert Branch deployments of Video Contact Center

  • Load balancing information added.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-technical-reference-list.html.

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide

  • Automated initialization for Packaged CCE deployment.

  • Instructions added for Microsoft Windows 2012 Server R2 Standard and SQL 2014.

  • Instructions added to enable IPv6 connections for agent and supervisor desktops and phones.

  • Golden Template instructions have been removed.

  • New in-place upgrade procedure designed for minimal Contact Center downtime.

  • Information added for VMware vNetwork Distributed Switch and Cisco Nexus 1000V.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-installation-guides-list.html.

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide

  • View and edit Labels for Unified CM, Outbound, and Unified CVP using the System > Settings tool in Unified CCE Administration.

  • New Agent state after RONA field on the Desk Settings tool in Unifed CCE Administration.

  • New URL that supervisors on an IPv6 network use to sign-in to Unified CCE Administration.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-maintenance-guides-list.html.

Cisco Packaged Contact Center Enterprise Features Guide

  • Support added for Call Progress Analysis (CPA) for Outbound Option deployments configured with Cisco Unified Border Element (Cisco UBE).

  • Support added for IPv6 connections for agent and supervisor desktops and phones. Agent Greeting, Mobile Agent, and Whisper Announce chapters contain IPv6-related information.

  • Automated initialization configures the Unified CVP Media Servers during initialization for fresh installations. Configuration instructions have been removed.

  • Support added for Remote Expert Mobile and Remote Expert Branch deployments of Video Contact Center.

  • Support added for Extension Mobility.

  • Cisco Interaction Manager chapter updated for Media Blender deprecation.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-maintenance-guides-list.html.

Cisco Packaged Contact Center Enterprise Reporting User Guide

  • Default locale and language pack support information added.

  • Daylight Saving Time information added.

  • Report template field descriptions updated.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-maintenance-guides-list.html.

Cisco Packaged Contact Center Enterprise Developer Reference Guide

New APIs:

  • Facility

  • Initialize

  • Instance

  • Uninitialize

  • Version

Updated APIs:

  • Active Directory Domain

  • Agent

  • Agent Desk Settings

  • Deployment Type Info

  • Global

  • Precision Queue

  • Status API

  • Trace Level

To view the latest guide, see: https:/​/​developer.cisco.com/​web/​pcce.

Packaged CCE UCS B-Series Fabric Interconnects Validation Tool

Java 7 is required.

To view the latest version, see: http:/​/​docwiki.cisco.com/​wiki/​Packaged_​CCE_​UCS_​B-Series_​Fabric_​Interconnects_​Validation_​Tool.

Packaged CCE Lab Only Deployment Information

Automated initialization for Packaged CCE Lab Only deployment.

To view the latest version, see: http:/​/​docwiki.cisco.com/​wiki/​Packaged_​CCE_​Lab_​Only_​Deployment_​Information.

Virtualization for Cisco Packaged CCE DocWiki

  • Support added for Cisco UCS B200 M4 TRC#1.

  • Support added for VMware vNetwork Distributed Switch and Cisco Nexus 1000V.

  • Networking information from the Cisco Packaged Contact Center Enterprise Design Guide and Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide has been moved to this page.

To view the latest version, see: http:/​/​docwiki.cisco.com/​wiki/​Virtualization_​for_​Cisco_​Packaged_​CCE.

Open Source Used in Cisco Unified Contact Center Enterprise and Packaged Contact Center Enterprise

License and open source software information for this release.

To view the latest version, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-licensing-information-listing.html

Plan

Release Notes for Cisco Packaged Contact Center Enterprise Solution

This document describes new, updated, and deprecated features, and open caveats for Packaged CCE and its components. Read this document before installing or upgrading your Packaged CCE system.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-release-notes-list.html.

Reference

Cisco Packaged CCE Software Compatibility Matrix DocWiki

This page lists the Contact Center and third-party software, gateway, and endpoint compatibility information for Packaged CCE.

To view the latest version, see http:/​/​docwiki.cisco.com/​wiki/​Compatibility_​Matrix_​for_​Packaged_​CCE.

Cisco Packaged Contact Center Enterprise Design Guide

This document lists the configuration and capacity boundaries of Packaged CCE.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-technical-reference-list.html.

Cisco Packaged Contact Center Enterprise Developer Reference Guide

This document explains the methods and parameters for each configurable item in Packaged CCE. Developers working with Packaged CCE APIs can refer to this document for API operations, parameter values, and example outputs.

This information is provided as online help and PDF.

To view the latest version, see https:/​/​developer.cisco.com/​web/​pcce.

Open Source Used in Cisco Unified Contact Center Enterprise, Packaged, and Hosted

This document provides licenses and notices for open source software used in Unified CCE, Packaged, and Hosted solutions.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-licensing-information-listing.html.

Packaged CCE DocWiki

This master catalog lists all resources available for Packaged CCE. To view the latest version, see http:/​/​docwiki.cisco.com/​wiki/​Packaged_​CCE.

Packaged CCE UCS B-Series Fabric Interconnects Validation Tool

This page provides information about using the UCS B-series Fabric Interconnects Validation tool. Use the tool on currently deployed UCS B-Series Fabric Interconnect clusters to determine compliance with Packaged CCE requirements.

To view the latest version, see http:/​/​docwiki.cisco.com/​wiki/​Packaged_​CCE_​UCS_​B-Series_​Fabric_​Interconnects_​Validation_​Tool.

Packaged CCE Lab Only Deployment Information

This page provides information about using the Packaged CCE Lab Only deployment.

To view the latest version, see http:/​/​docwiki.cisco.com/​wiki/​Packaged_​CCE_​Lab_​Only_​Deployment_​Information.

Virtualization for Cisco Packaged CCE DocWiki

This page lists the hardware and VMware requirements for Packaged CCE in a virtual environment, and includes networking information.

To view the latest version, see http:/​/​docwiki.cisco.com/​wiki/​Virtualization_​for_​Cisco_​Packaged_​CCE.

Install and Upgrade

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide

This document explains how to install, configure, and upgrade Packaged CCE. It is prepared for partners and service providers who will be implementing Packaged CCE, who are familiar with Cisco contact center applications, and are experienced regarding the deployment and management of virtual machines.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-installation-guides-list.html.

Configure

Port Utilization Guide for Cisco Unified Contact Center Enterprise Solutions

This document lists the TCP and UDP ports used by Cisco Contact Center products and step-by-step instructions. Use this guide when you implement an Architecture for Voice, Video, and Integrated Data (AVVID) solution.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

Maintain and Operate

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide

Unified CCE Administration is a set of web-based tools for configuring objects, such as agents, teams, skill groups, and call types, that are used to operate contact centers. This document explains the complete set of Unified CCE Administration tools that are available in a Packaged CCE deployment to an administrator. This document also explains how to create Script Editor routing scripts and Unified CVP Call Studio applications for Packaged CCE.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-maintenance-guides-list.html.

Cisco Packaged Contact Center Enterprise Features Guide

Packaged CCE contains many optional features that you can enable and configure after installation. In addition to the optional features in Packaged CCE, you can integrate other Cisco products with Packaged CCE to extend the functionality of your contact center. This document describes these additional features and products. It also lists assumptions and prerequisites for proceeding with the configuration of the optional features described in this document.

To view the latest guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-maintenance-guides-list.html.

Cisco Packaged Contact Center Enterprise Reporting User Guide

This document explains how to run and schedule Packaged CCE reports, provides information about reporting capabilities and data sources, and describes report templates.

To view the latest Cisco Packaged Contact Center Enterprise Reporting User Guide , see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​products-maintenance-guides-list.html.

The view the latest Cisco Unified Intelligence Center Report Customization Guide, see http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-intelligence-center/​tsd-products-support-series-home.html.

Cisco Unified CCE Administration Online Help

The online help for Unified CCE Administration provides details about using each of the menus and tools, depending on the user's access.

To access the online help from the Unified CCE Administration interface, click the question mark icon in the top right corner of the screen.

Troubleshoot

Packaged CCE Troubleshooting DocWiki

The troubleshooting page contains all Packaged CCE troubleshooting tips, and is a useful reference for all users.

To view the latest troubleshooting tips, see: http:/​/​docwiki.cisco.com/​wiki/​Troubleshooting_​Packaged_​CCE.

Related Documents

Subject Link

Cisco Packaged Contact Center Enterprise (Packaged CCE)

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​packaged-contact-center-enterprise/​tsd-products-support-series-home.html

Cisco Unified Contact Center Enterprise (Unified CCE)

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​tsd-products-support-series-home.html

Cisco Unified Communications Manager

http:/​/​www.cisco.com/​c/​en/​us/​support/​unified-communications/​unified-communications-manager-callmanager/​tsd-products-support-series-home.html

Cisco Unified Intelligence Center

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-intelligence-center/​tsd-products-support-series-home.html

Cisco Finesse

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​finesse/​tsd-products-support-series-home.html

Cisco Unified Customer Voice Portal (Unified CVP)

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-customer-voice-portal/​tsd-products-support-series-home.html

Cisco Remote Expert Mobile

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​remote-expert-mobile/​tsd-products-support-series-home.html

Cisco MediaSense

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​mediasense/​tsd-products-support-series-home.html

Cisco SocialMiner

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​socialminer/​tsd-products-support-series-home.html

Cisco Unified Web and E-Mail Interaction Manager

http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-email-interaction-manager/​tsd-products-support-series-home.html

For additional information related to the Packaged CCE deployment, see the design guides for Unified CCE and for Unified CVP available at the links in the table above. While the Packaged CCE documentation takes precedence over—and overrides—these two guides, some elements are common.